Contract Salesforce BA driving enterprise discovery & Tranche 1 case management for a regulated public sector agency in Brisbane.

- Starts ASAP - Ends 30/06/2027
- $900-$1050 inc of super
- Brisbane CBD, hybrid, 3 days a week onsite

We are seeking an experienced Business Analyst to drive the enterprise discovery phase and foundational delivery of a major, multi-domain Case Management transformation.

In this role, you will help shape an enterprise-wide approach to customer case management, consolidating multiple distinct initiatives into a coordinated, scalable delivery model.

Utilising Salesforce as the core platform, you will work collaboratively across diverse business units to map future-state processes, capture requirements, and define shared organisational standards before scaled delivery begins.

Key Responsibilities As a vital bridge between business stakeholders and technical delivery teams, your day-to-day will involve:

- Enterprise Discovery & Standardisation: Support a time-boxed enterprise discovery phase to capture case management requirements across various business areas, identifying opportunities for standardisation across complaints, disputes, and workflows.
- Requirements & Agile Delivery: Elicit, analyse, and document high-level and detailed requirements. Translate complex business needs into clear user stories and acceptance criteria aligned to Salesforce delivery.
- Process & Framework Design: Map future-state case management processes including intake, triage, routing, resolution, and closure while documenting business rules and workflow triggers.
- Data & Integration Alignment: Capture requirements for data flows, reporting, and integrations between Salesforce and broader enterprise systems.
- Stakeholder Engagement:



Facilitate collaborative workshops with subject matter experts (SMEs) and technical delivery teams to build consensus and drive enterprise-wide adoption.
- Testing & Validation: Develop test scenarios and support SIT/UAT to validate solution delivery against agreed standards.

Required Experience & Capabilities

To be successful in this role, you will have:

- Proven Salesforce Experience: Solid background acting as a Business Analyst within Salesforce environments.
- Enterprise-Scale Capability: Demonstrated experience working across multi-domain, complex organisational initiatives or contributing to enterprise discovery phases.
- Robust Process Modeling: Advanced workflow design and process mapping capabilities.
- Agile Expertise: Extensive experience working within Agile delivery methodologies, maintaining backlogs, and ensuring traceability.
- Top-tier Communication: Exceptional stakeholder management and facilitation skills, with the ability to navigate diverse business domains.

Desirable Criteria

- Experience with Salesforce Service Cloud or Experience Cloud implementations.
- Previous experience within government, public sector, or highly regulated environments.
- Background working specifically with complaints, disputes, or regulatory case management workflows

APPLY NOW!
Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultant

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact your Redwolf + Rosch Recruitment Consultant

redwolfrosch.com.au

📌 Business Analyst - Customer Case Management (Brisbane)
🏢 Redwolf Rosch
📍 Brisbane